Hiring Humans Requires Human Interaction

I recently had a great conversation with a plumbing/heating contractor
about hiring. Let’s face it, this is not an unusual conversation
and for most contractors recruiting and hiring is a never ending process.

I know many of you have a standard hiring process that may include some
sort of “personality test” that is graded, categorized, and
presents a likelihood of success and fit. These are great tools and a
great starting point when considering whether a candidate is a good fit
for your team. And the process does not end there.

We are in a people business. Because interacting with customers is at the
core of what is expected of a service technician, human interaction is
also at the core of our hiring process.

3 Human Interactions To Add To Your Process

Phone conversation

Having the initial conversation on the phone allows them to be a little
more relaxed so they will open up and allows for me to really listen.
I am not sitting in front of them making them nervous. I’m listening
for their ability to explain themselves, their degree of confidence, and
their enthusiasm, attitude, and energy.

3 Key Questions:

Why Peterson Plumbing and why now?

Tell me about your background in the industry?

How much are you worth a year?

Onsite meeting

Have them come into the shop and meet them in person. This face to face
human interaction tells you the following:

Appearance. Is this a person you want representing your company and will your customers
feel comfortable with them in their home?

Dependability. Did they arrive for the appointment early, right on time, or late. Late
can happen, how they handle it is where the true human side come in to play.

Pride and Cleanliness. All candidates are shown into our conference room to fill out an application.
I introduce myself and tell them to let me know when they are done. I
then go to the parking lot to check the cleanliness of their vehicle inside
and out. This gives me an idea of how they may keep their work truck,
work area, and the quality of workmanship.

Ride Along

I have all candidates do a ride along for at least ½ a day with
one of our service technicians. This allows my guys to play a part in
the hiring process. It allows the candidate to ask questions they may
not ask me and to get a firsthand perspective from someone who is doing
what they will be doing. At the end of the ride along I meet with the
candidate to answer any other questions and get their thoughts on the
ride along. I then follow up with our team member to get his thoughts.

These three human interactions help us get to know the person a little
better and increases the chances of hiring someone who will build successful
relationships with our customers.

Please share your thoughts, not only because I am interested in what you
think and do, it will help our readers as well. Thank you!